Technical Support Team Coordinator

Urgent Openings for Team Lead (Tech Support) - Airoli - Navi Mumbai

Designation - Team Lead

Shift timings - 24/7 US shifts

5 days working & 2 rotational week offs

Support channels - Voice (Inbound)+Chat

Tech Support - Trouble Shooting (Computing Services)

Role & Responsibilities

• Monitor agent performance against call or ticket metrics.
• Handle customer escalations to protect service quality.
• Provide quick coaching on call handling or process adherence.
• Allocate tasks and manage shift rosters
• Conduct performance huddles and one-on-one meetings.
• Analyze weekly reports for quality and productivity trends.
• Deliver skill-building sessions to improve efficiency.
• Communicate updates from management or clients

Skills

• Excellent Communication skills
• Trouble shooting
• Shrinkage
• Attrition
• AHT, ...